Customer Experience Partner
Start Date: October 18th
40 hours per week, Monday to Friday
8:30am to 5:30pm (No shift rota)
Salary up to £19760 - £22692 dependent on experience + competitive benefits
Basingstoke
Permanent
Our client is currently growing their customer service team and are looking for dedicated Customer Experience Partners to develop and join their operational front-line team while working on some of the most well-known brands in the life, pensions and insurance industry.
The purpose of the job is to support the delivery of great customer outcomes by delivering excellent service to the customers of Diligenta's clients. This includes responding efficiently to customer demands received through multiple channels, including inbound and outbound telephone calls, in writing, by email and through digital. It also includes using strong communication skills and accurate administration skills when dealing with customer demands and when carrying out any associated tasks in support of effective service delivery across back office admin, call centre or service centre functions as appropriate.
You will receive comprehensive training designed to allow you to fully understand your role and gain the knowledge needed to deliver excellent customer service. You will be required to use IT systems provided to continuously deepen your knowledge of the individual policies and products to support you with your day-to-day customer service.
Your Role:
- Take full ownership over customer journey successes to ensure a strong end-to-end service success delivery model is attained
- Use higher order customer service skills such as empathy, active listening and problem solving when interacting with customers
- Demonstrate appropriate actions to support the delivery of great customer success journey outcomes
- Take proactive self-driven steps to fully understand and use various digital technologies
- Instigate, support and drive through opportunities to improve efficiency of processes
- Strictly observe and adhere contractual and legal obligations at all times
About you:
- Minimum 1 year experience within a customer service facing environment
- A confident, professional telephone manner and ability to effectively execute on the above duties, in both written and verbal form
- Qualified to GCSE standard or equivalent (must include a minimum of Grade 4 Standard Pass or above in Maths and English)
- Computer literate in MS Excel and Word skills
- An ability to assimilate new information quickly and to be flexible and adaptable to change
- Possess and demonstrate a helpful, can-do and service-oriented outlook, with the ability to work under pressure and meet tight deadlines in a team environment
- Self-motivated, proactive going beyond the call of duty, have a keen eye for detail, be result-oriented and have an ability to stay calm under pressure and in uncertainty
- A proven track record of being strong team player with a positive experience within a customer facing environment
Don's miss this competitive opportunity, apply today!
About Diligenta
Diligenta is a leading provider of business process services for the Life & Pensions (L&P) industry, and is a UK-based FCA regulated subsidiary of Tata Consultancy Services (TCS). Providing an excellent customer service is at the heart of everything we do. This is how we have been able to administer over 18 million policies on behalf of our global clients. We deliver a wide range of services including Customer Services, IT and Change Management.
Our Clients
We have worked with 7 of the top 10 UK L&P companies - and this number is continually growing. By joining us, you will be able to work under some of our globally recognised clients such as The Phoenix Group, M&G Prudential, Scottish Widows, Aviva (formerly Friends Life) and Sun Life Financial of Canada UK.
Diversity and Inclusion
At Diligenta, Diversity and Inclusion are more than just words. They're the hard-and-fast principles guiding how we build our teams, cultivate leaders and create a company that's the right fit for every person inside of it. We celebrate multiple approaches and points of view and believe that diversity drives innovation.
We also take a holistic approach and are always growing our network of people, programs and tools all designed to help employees grow and manage their careers. We foster both a top-down and grassroots approach and are part of the wider TATA & Sons global organisation that has a worldwide multicultural following. We believe that building a more inclusive working environment that accurately represents the world we live in is quite simply in everyone's interests.
Guidant Global is acting as an Employment Agency in relation to this vacancy.
